A study on the influence of in-flight service quality on passenger satisfaction.

I am Cynthia Chan who is studying in the Aviation Management program (Coventry University). I am now doing my final year project, and I need your help to collect data to identify passengers’ satisfaction and expectations towards the current in-flight service quality of airlines. It takes about 5-10 minutes to answer. The data will be used solely for this project and disposed of when the project is completed. Thank you so much!! :)

Questionnaire results are publicly available

You are ✪

Age: ✪

Which of these ethnic groups/nationalities do you belong to: ✪

What level of education do you have? ✪

How many times do you fly on average in one year? ✪

What is your purpose for flying? ✪

Part 2 Please choose your answer based on your in-flight experiences in the past. (1= Strongly dissatisfied, 8= Very satisfied, 0= No opinion) ✪

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1. The flight arrives and departs on time according to its schedule.
2. In-flight meals are always delicious.
3. In-flight crew provide the right service to you the first time.
4. In-flight meals offer high-quality food and beverages.
5. You feel confident because of the in-flight crew’s behavior.
6. You always feel safe when flying on an airplane.
7. In-flight crew can answer your questions with their knowledge.
8. The airplane seats are clean and comfortable.
9. You enjoy the modern in-flight entertainment facilities.
10. In-flight crew can solve your problems.
11. The airplane provides stable in-flight Wi-Fi or internet or phone services.
12. In-flight crew are consistently courteous to you.
13. In-flight crew are consistently tidy and clean.
14. You always feel comfortable when flying on an airplane.
15. You can obtain accurate flight information, such as flight schedules.
16. The uniforms of in-flight crew are always attractive and clean.
17. In-flight crew understand your specific needs.
18. In-flight crew can take care of your needs carefully.
19. You enjoy in-flight alcoholic beverages.
20. You prefer to choose non-alcoholic beverages when flying on an airplane.
21. In-flight crew are willing to assist you.
22. In-flight crew are willing to respond despite being busy.
23. You always enjoy in-flight personal entertainment.
24. In-flight crew maintain a high standard of appearance.
25. In-flight meals are clean.
26. In-flight crew can recognize you as a frequent customer.
27. In-flight crew give you immediate responses and suitable services.
28. In-flight crew have sufficient and clear knowledge about security.
29. In-flight crew always smile at you.

What suggestions or complaints do you want to respond regarding the current in-flight services and products you have used? ✪

Answers to this question are not publicly displayed

What expectations or ideas do you wish to propose to airlines regarding future in-flight services and products? ✪

Answers to this question are not publicly displayed